Key Takeaways:

• Luware has introduced Virtual User, an AI-powered automation solution that streamlines customer call handling before a human agent joins.
• Built on Microsoft Teams and leveraging Microsoft Copilot, Virtual User offers sentiment detection, security verification, and agent reconnection to increase First Contact Resolution rates and reduce agent workload.
• Early adopters report measurable improvements, including a 22% increase in First Contact Resolution and significant time savings in call verification processes.

Luware, a Switzerland-based provider of Microsoft Teams-native contact center solutions, has announced the launch of Virtual User, an AI-powered automation layer designed to enhance contact center efficiency while improving both agent and customer experiences.

In the past we’ve reported on the company being recognized as a top Verint partner, their partnership with G12 Communications and the launch of their Teams-Integrated Contact Center.

The announcement marks the latest step in Luware’s broader strategy focused on automation, augmentation, and analytics. Virtual User is designed not to replace agents but to support them—automating repetitive interactions and intelligently routing calls based on context, sentiment, language, and customer history.

“Our goal is to create a more sustainable and less stressful work environment for contact centre agents,” said David Fischer, Chief Sales Officer at Luware. “Virtual User does exactly that by either fully automating routine tasks or intelligently routing the customer to the right agent—even the one they last spoke with. This ensures agents receive interactions that are streamlined and truly worthy of their expertise.”

Core Features of Luware Virtual User

Built on Microsoft Copilot and Microsoft Teams, Virtual User offers:

• Intent Understanding: Interprets spoken input to determine purpose and route accordingly.
• Agent Reconnection: Matches returning callers with previously assigned agents for improved continuity.
• Security Verification: Automates identity checks using customizable security questions.
• Sentiment Analysis: Detects emotional tone and routes calls based on agent suitability.
• Language Detection: Instantly identifies the caller’s language for immediate redirection.

Luware says the feature is already delivering results. A major insurance provider reported that its First Contact Resolution rate increased from 74% using traditional IVR systems to 96% after deploying Virtual User—an improvement of 22 percentage points.

Another major use case comes from the financial services sector. A banking client that typically spends 90 seconds verifying each caller has seen significant time savings by automating that process through Virtual User. With up to 100,000 calls per month, this automation translates to more than 2,500 hours saved monthly—equivalent to 100 full agent workdays.

Importantly, the verification process can occur during the hold period, transforming passive wait time into productive engagement without disrupting the customer experience.

Customizable and Secure

Customers can tailor Virtual User through Microsoft Copilot to meet specific business needs, enabling precise adaptation for use cases ranging from self-service bots to pre-call authentication.

Security and compliance remain top priorities. Virtual User is fully aligned with Microsoft’s security framework and meets all applicable data protection standards, addressing key concerns for enterprise clients managing sensitive information.

Luware emphasizes that Virtual User was developed through direct customer interviews and scenario modeling. The result is a solution that adapts to high-volume environments while reducing agent stress—a critical factor in an industry with agent attrition rates of up to 50% and widespread reports of job-related fatigue.

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Aside from his role as CEO of TMC and chairman of ITEXPO #TECHSUPERSHOW Feb 10-12, 2026, Rich Tehrani is CEO of RT Advisors and a Registered Representative (investment banker) with and offering securities through Four Points Capital Partners LLC (Four Points) (Member FINRA/SIPC). He handles capital/debt raises as well as M&A. RT Advisors is not owned by Four Points.

The above is not an endorsement or recommendation to buy/sell any security or sector mentioned. No companies mentioned above are current or past clients of RT Advisors.

The views and opinions expressed above are those of the participants. While believed to be reliable, the information has not been independently verified for accuracy. Any broad, general statements made herein are provided for context only and should not be construed as exhaustive or universally applicable.

Portions of this article may have been developed with the assistance of artificial intelligence, which may have contributed to ideation, content generation, factual review, or editing